PRE-FLIGHT SERVICE EXPECTATIONS OF DOMESTIC AIRLINE PASSENGERS IN PAKISTAN

Syed Sartaj Qasim


DOI: http://dx.doi.org/10.22555/pbr.v19i2.1453

Abstract


We find pre-flight service expectations given the highest
importance by passengers on domestic flights in Pakistan. Their
importance has grown due to intense competition in the airline industry.
The pre-flight services are an essential component of the journey
experience and are likely to enhance passengers’ satisfaction. A survey
methodology involving personal interviews of domestic passengers
was used to gather the required information. Passengers in Pakistan
accorded highest priority to the provision of trolleys followed by porter
services and ticket offices. The study recommends airlines to develop
their marketing strategy based on customer-centric communication
and development of a service recovery process.


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